Contact Center Supervisor, Member Engagement - Self Defense Industry - Remote Optional

Company: Delta Defense
Location: West Bend
Posted on: March 3, 2025

Job Description:

Job Category: Contact Center

Requisition Number: CUSTO001752

West Bend, WI 53095, USA


Job DetailsDescriptionAre you ready to take the next step in a career you can BELIEVE in?

• Do you have a strong belief in the 2nd Amendment?
• Do you support the natural-born right to armed self-defense?
• Do you believe in the mission of the U.S. Concealed Carry Association (USCCA)? Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the USCCA.The USCCA safeguards life, freedom, and finances for responsible American gun owners. Learn more about the USCCA at https://www.usconcealedcarry.com/ Position Summary:Are you passionate about providing top-notch customer service and leading a dynamic team? At Delta Defense, the Member Engagement Supervisor role is centered on coaching as the primary function. We're seeking candidates with strong people leadership experience who excel in engaging in crucial developmental conversations with their advisors. Your mission is to inspire and develop your team of advisors to deliver world-class customer service and fulfill our brand promise.In this dynamic position, you will lead a group of Member Engagement Advisors, who handle inbound contacts from USCCA members, customers, and prospects. You'll be responsible for guiding and nurturing your team, helping them grow and succeed. Regular meetings will be your platform for inspiring excellence as you review performance, discuss opportunities, celebrate successes, and provide additional resources to ensure your team thrives.Collaboration is key, as you'll work closely with stakeholders to guarantee that our customers experience the exceptional service they expect. Reporting to the Member Engagement Manager, you'll provide direct supervision, insightful analysis, and strategic coaching to a diverse team of on-site, hybrid, and remote advisors while supporting daily contact center operations.Your role will also involve working with contact center leadership to ideate, create, and integrate innovative customer engagement strategies and tactics, ensuring our members receive nothing less than a world-class experience.Ready to take your career to the next level with Delta Defense? Read on to learn more!Essential Duties & Responsibilities:
  • Lead and Engage: You'll supervise and engage a team of advisors, both on-site and remote.
  • Boost Morale: Cultivate an engaging environment across your team, virtually and at headquarters, through creative morale-boosting activities.
  • Drive Performance: Keep a close eye on your team's performance on key metrics such as Service Levels, ASA, Abandoned Rate, Quality & Compliance, Sales, Conversion Rate, and more.
  • Coach and Develop: Meet team and department performance expectations while offering feedback, coaching, and professional development to your team.
  • Collaborate: Work with a team of supervisors to ensure alignment on schedules, tactical and strategic plans, and development and execution of department projects.
  • Improve Service: Identify opportunities to meet higher service and brand experience expectations and work with leadership to address concerns or issues.
  • Cross-Department Collaboration: Work across departments to report needs for individual and team development.
  • Support Customer Engagement: Execute assigned work that supports customer engagement expectations.
  • Promote Company Values: Maintain alignment with the Core Values of Delta Defense and Mission of the USCCA in all interactions.
  • Plus, you'll have the chance to take on other duties as assigned. Required Skills/Experience:
    • High school diploma or GED required.
    • We require someone with a minimum of 1 year of people leadership experience.
    • If you have spent three years or more managing people, your transferable skills are of benefit.
    • A background in customer experience and engagement in an omni-channel environment (like chat, phones, social media, SMS) is a great plus.
    • Sales experience is a tremendous asset for success in this role.
    • You should have excellent communication skills and the ability to inspire and motivate your team.
    • A knack for developing talent, managing staff effectively, and guiding service strategy is essential.
    • We're looking for someone who can think and act strategically and proactively.
    • You will need strong written and presentation skills for this role.
    • You'll be required to pass and maintain a Producer Property and Casualty License. Don't worry, we provide paid training for all hires.
    • Detailed knowledge of all our product and service offerings will be required.
    • Solid strategic thinking and planning skills are key.
    • A willingness to occasionally flex your schedule to support 24 hour, 7 day/week teams is necessary.
    • You are someone who embodies the Core Values of Delta Defense, LLC.
    • If you check all these boxes, we'd love to hear from you!Hiring for the following shift: Sunday - Thursday, 1:30pm - 10:00pm CST.This position can be performed in our beautiful headquarters in West Bend, WI or remotely.Starting salary is $59,000 and range is determined based on experience. This role is bonus-eligible for company incentive plan. Benefits information can be reviewed at: https://www.deltadefense.com/careersInternal applicants: If you are already in a Contact Center role, please disregard the assessment request that will auto-generate from your application submission.Anticipated application close date: March 31, 2025.If you are a Colorado resident, please email us at recruiting@uscca.com to receive complete benefits information. Please include the job title in the subject line of the email. PM19LI# - REMOTE
      
      February 4, 2025
      
      
      
      
      
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Keywords: Delta Defense, Wauwatosa , Contact Center Supervisor, Member Engagement - Self Defense Industry - Remote Optional, Other , West Bend, Wisconsin